Driving Peak Sales Performance in Call Centers

Learn how to discover and unlock the "hidden opportunities" for additional revenue that are currently residing in your call center. In Driving Peak Sales Performance in Call Centers, Mary Murcott reveals the tools, practices and strategies for driving large-scale sales improvements, gleaned from her own experiences and those currently being used by the best-in-breed contact centers of leading companies, including American Express, Convergys, Cox Communications, Hilton Hotels, Lands’ End, RMH Teleservices and others. She shares proven techniques to create new performance reporting tools; develop new hiring, training, performance management and coaching processes; and design incentive programs that will motivate your staff to perform at their peak levels.